The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you’re passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.
Role Description:
In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Sync, Capture, Backup, DocSend, Dropbox Sign, and many more! We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users. Depending on the needs of our customers, you may be required to work some weekends and holidays.
Responsibilities:
- Deliver technical support for Dropbox products based issues via phone, email and chat
- Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
- Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores
- Communicate customer reported issues internally and triage them to the correct team
- Document recurring issues to support product quality programs, product development, and to maintain agent resources
Requirements:
- 0-2+ years of work experience in a technical support and customer facing role
- You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
- You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
- You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
- You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
- You excel at working in an ambiguous and changing environment as the business grows and evolves
- You have good judgment and the ability to maintain confidentiality of sensitive customer data
- You show real passion for our products and for creating extraordinary customer experiences
- Fluent English and Japanese
Preferred Qualifications:
- Bachelor’s Degree
- Experience on a high-volume support team
- Direct experience using Zendesk to reply to customer inquiries
- Basic understanding of programming languages
- SPECIFIC FOR JAPANESE TEAM: Bi-lingual Japanese/English language skills (proficiencies in written and verbal); ability to effectively communicate with Japanese speaking customers through all offered support channels (phone, chat, and email)
Benefits:
Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental and vision coverage*
- Retirement savings through a defined contribution pension or savings plan**
- Flexible PTO/Paid Time Off policy in addition to statutory holidays, allowing you time to unplug, unwind, and refresh
- Income Protection Plans: Life and disability insurance*
- Business Travel Protection: Travel medical and accident insurance*
- Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
- Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support
- Mental health and wellness benefits
Additional benefits details are available upon request.
*Where group plans are not available, allowances may be provided
**Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.